Gather data and prepare reports to measure the effectiveness of our service and support activities as required by management

Document all technical issues/solutions in the company ticketing or billing systems

Respond in a timely manner to trouble tickets and incoming calls as they are presented to BOSS workflow queue, solve issue and respond to the customer, or escalate to a business field tech for service call

Provide instruction to the customer over the telephone which involves anticipating customer responses and motivating customers to execute correct troubleshooting steps

Work scheduled shifts and participate in On-Call rotations as designated by management to meet business needs

Other necessary clerical work as defined by management, including research, filing, assistance with mailings, and other related duties

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge of the suite of Internet protocols, including TCP/IP, DNS, DHCP as well as networks and LANs to include IP Network Sub-Networking

Ability to learn and utilize CLI on various networking elements to investigate service impacting events

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

regularly required to talk and hear

required to use hands to type, handle objects and paperwork

required to reach and hold on to items at chest level or reach above the shoulder